Troubleshooting and getting help

For project-specific checks, sign in to the organization that contains the project. You’ll need its name, language, and script version to distinguish it from another project or export. If you cannot sign in, go to Sign-in problems.

Find the affected project or export

Open Projects, clear the search field, and select All Stages and All to remove filters. Search for the project, then use Processing, Pending, or Failed to narrow the results. Open its card to inspect the current stage and any message. A project that is missing from one filtered view is not necessarily deleted; also check the organization and Trash.

For a rendered file, open Exports. Its status filters are All, Completed, Rendering, Queued, and Failed. Clear the search and choose All Languages when you cannot find a result. Check the export’s language and version before comparing it with the editor.

See Managing projects and recovering deleted projects and Rendering and Exporting.

Upload rejected

Symptom: The file is rejected, or setup cannot proceed to script generation.

1. Read the Upload Video requirements and the exact error. The current form lists MP4, MOV, AVI, WebM, and MKV among its accepted formats. Check the file’s actual format, size, and duration; changing its filename extension does not convert it.
2. Compare its duration and size with Usage → Plan Limits and the uploader’s displayed requirements. If the two screens disagree, send support both values and the rejection message before purchasing more capacity.
3. Check that the source file plays on your device. Complete Video Title, Language, Voice, and Script Template. If the message identifies a format or size problem, export a compatible or smaller copy from your recording tool and try that copy.
4. If a file meeting the displayed requirements is still rejected, report its format, size, duration, and the upload method you used. Keep the original recording available locally.

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Read the requirements in your own upload form. The value shown in this screenshot is not a universal limit for every plan or upload method.

Guide: Creating a Video Project.

Analysis or script generation appears stalled

Symptom: The upload has finished, but the project has not reached a usable outline or script.

Open the project from Projects → Processing, or use All if it is absent. Check its stage and message: uploading, analysis, and script generation are different points in the workflow. Then check Failed for a reported failure.

If progress is still being reported, let the existing job continue. Avoid creating duplicate projects just to check whether analysis is working. If the same state persists without new progress, contact support with the project link, last visible stage, elapsed time, and any error text. Keep the project available for investigation.

Guide: Video Upload and Script Generation.

The script, preview voice, or generated narration does not match

Symptom: You hear the wrong voice, old wording, or another language; captions may also differ from speech.

1. On Script, check the language and version selector. Confirm that you are reviewing the intended version before editing.
2. Check whether you are listening to Preview video (for review) or generated narration. The review player has its own Preview Settings and voice label. Compare that with the voice selected for generation.
3. Look for Voiceover pending or Audio not yet generated. A finished script does not mean narration has already been generated. Review and save the intended script and voice before using Generate Voiceover.
4. If audio already exists, compare it with the saved script at the affected line. Correct the script or voice through the script workflow before generating replacement narration. Preserve any manual editor work and read the generation prompts before proceeding.

Caption text is separate from spoken audio. Correcting a caption alone does not correct a mispronounced word in the voiceover. If only an older download is wrong, check the language, version, and date in Exports before generating again.

Guides: Reviewing and Editing Your Script, Generating Your Video, and Editing captions.

No compatible voice appears

Symptom: The voice you want is absent, or the picker has no matching results.

Check the project’s Language first. In Select a voice, clear the search, choose All for gender and Any accent, and turn off Show owner voices only and Show favorites only if they are active. These filters can hide otherwise available voices.

Preview a voice from the remaining results and select one offered for the intended language. For a connected ElevenLabs voice, check the integration setup with the person who manages it. If no voice remains available after clearing filters, send support the language, voice name, and selected quality. Never include an API key in the report.

Guides: Browsing and selecting voices and Bring Your Own ElevenLabs Voice.

Cursor tracking or click-based zoom is missing

Symptom: A recording plays, but cursor-follow or click-driven zoom does not behave as expected.

Check how the recording was captured and whether you have its corresponding cursor metadata. The Chrome Extension Screen Recorder guide notes that cursor tracking covers regular web pages; browser-internal pages and movement outside the browser are not tracked. In the editor, select the video clip and inspect Cursor Data. The Upload JSON entry point is for cursor metadata associated with the recording; use the matching file from your capture workflow.

If you only have a video file, use manual zoom controls while you locate the matching cursor data. If the JSON is rejected or tracking is out of sync, report the recording method, video duration, and error message. Do not substitute metadata from a different recording. The timeline’s zoom slider changes the timeline view; use video zoom controls to change the finished picture.

Guide: Zoom effects and cursor tracking.

Avatar, quality, or placement controls are disabled

Symptom: You cannot enable a presenter, select a quality tier, or turn on a placement.

The placement guide explains the template dependency. See Avatar Quality Tiers for quality availability and Training a Custom Avatar for custom-avatar preparation.

A media asset is missing

Symptom: A library search is empty, or the item you expect is unavailable in the editor.

Open Media Library, clear Search assets…, and select All. Check that you are in the intended organization. You can also narrow the list with Images, Videos, Audio, or GIFs.

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An empty filtered list is a reason to check search, category, and organization before concluding that an asset has been removed.

If an editor clip is missing media, record the asset name and affected timeline position. Keep unsaved work open. Locate the original file before replacing anything, and ask support if an asset that was previously available has disappeared. Do not delete other library items as a repair step.

Guide: Uploading and reusing media assets.

Save fails or changes seem to be missing

Symptom: Saving reports an error, the save status does not complete, or reopened work differs from what you edited.

Check the editor’s Autosave switch and save status. Autosave is on unless it has been turned off in the browser you are using, so confirm the switch rather than assuming. A disabled Save button beside Saved is not a failure — it means there is nothing pending. Not saved is the status that indicates a save actually failed.

If there are unsaved edits, keep the editor tab open. Check your connection and copy the error text. Once the connection is available, use Save if it is enabled, then wait for Saved before leaving or exporting. If saving continues to fail, preserve a local note of the recent edits and contact support from another tab.

For missing changes, check the project, language, and version before inspecting History. Do not use a restore action until you have identified the state you intend to recover and reviewed what it replaces. Avoid clearing browser data or reloading a tab containing unsaved work as an initial fix.

Guide: Saving, editor history, and restoring a timeline.

Local rendering fails

Symptom: An export started with On this device stops or never produces a downloadable result.

The export menu states that local rendering needs the tab to stay open. Check whether the tab was closed or reloaded, or the device went to sleep. Record the error, selected format, canvas dimensions, duration, browser, and operating system.

Before starting another export, inspect Exports for a completed or active result. If none exists, resolve any message shown by the editor and make sure the timeline is saved. You can consider Export options → In the cloud if available; the menu states that this uses one render from your plan, so check Usage first. If the failure persists, send the details to support before repeating the operation.

Guide: Rendering and Exporting.

A cloud export is queued, failed, or missing

Symptom: You have started a cloud export but cannot download it.

1. Open Exports, clear the search, and choose All Languages.
2. Check Queued, Rendering, Failed, and Completed. Match the project, language, and version. Queued and Rendering are separate states; neither alone identifies a failure.
3. If the result remains queued or rendering without progress, record when you started it and the last status shown. Contact support with those details instead of submitting duplicate exports.
4. For a failed result, record any displayed error and check Usage → Renders before deciding whether to submit another job. Ask support to review the job and usage if you need help deciding how to recover.

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This example shows an empty Failed filter. Switch to All to look for a result with another status.

Guide: Rendering and Exporting.

Quota reached

Symptom: An upload, generation, avatar operation, or export is blocked by a usage message.

Open Usage in the affected organization and identify the resource named in the error. The page has separate meters for Video Upload, Voice-Over Generation, AI Avatar Credits, Custom Avatars, Renders, Storage, and Scripts & Translations. Remaining capacity in one meter does not establish capacity in another.

Check the used and remaining values, Plan Limits, and the displayed reset date. Ask the organization’s billing manager to review the appropriate plan or add-on if more capacity is needed. If a reset date is in the past or plan labels disagree, send support the conflicting labels and blocking message before making a purchase. For a usage dispute, include the affected job and time so support can investigate it.

Guides: Tracking usage and managing billing, Plans and Usage Limits, and Credit Packs.

Sign-in problems

Symptom: Sign-in fails, a password is forgotten, or the expected workspace is absent.

Use the VideoMule sign-in page and the method associated with your account: email and password, Google, or Microsoft. Check that you selected the intended account in the external provider.

For a forgotten email-login password, use Forgot password? and follow the recovery prompts. If you are blocked by an authenticator challenge or cannot access the recovery email, contact support through the public contact page. Do not create another account solely to regain a missing organization.

If sign-in succeeds but the organization is missing, check the account and organization selector, then ask your organization administrator to check your membership.

Guide: Account profile, sign-in, and security.

Watch a tutorial or contact support

Use Watch Tutorial on Projects or the new-video page for an orientation. The script page has Watch Script Tutorial, and the editor has How to Use the Editor?. Projects also includes tutorial cards for scripts, editing, usage, and templates.

To report a problem while signed in:

1. Open Feedback from the sidebar. If the sidebar is collapsed, use its speech-bubble control.
2. Set Topic to Problem. Use Question for a question or Suggestion for a feature request.
3. Write a short description in Message, including the diagnostic details below, and choose Send when you are ready to submit it.

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For account access or a problem that prevents you from using Feedback, use the Contact page or email support@videomule.ai. The green WhatsApp control in the lower-right corner also opens the support chat entry point.

What to include

• The action you attempted, what you expected, and what happened instead.
• The project link or name, organization, language, script version, and export date where relevant.
• The exact error text and the time it occurred, including your time zone.
• Your browser and operating system; for uploads, the file format, size, and duration; for exports, local or cloud, format, and dimensions.
• What you have already tried and whether the problem affects one project or several.

A screenshot of the relevant control or error can help. Remove unrelated account details and private recording content before sharing it. Do not include passwords, one-time codes, recovery codes, API keys, session cookies, or payment details. Start with the error and project reference; provide a recording or technical log only when support needs it and you have checked what it contains.